The player from the Netherlands had canceled a payout, but the funds did not return to his balance despite multiple attempts to resolve the issue through chat and email. He had been waiting for over five hours for clarification and for his money to appear in his wallet. The issue was resolved as the funds had been successfully transferred to his account. The ticket was marked as 'resolved' in the system.
Instant Casino - Player's payout has been delayed.
Amount: €1,100
Instant Casino
Safety Index:Below averageSafety Index
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6.0
Instant Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
21 hours ago
Public
Public
yesterday
I cancelled my payout but after I pressed the button, the money did not land on me balance.
Think it's a tech glitch I have talked to chat several times and sent emails.
And they keep saying another department is going to look into this and I am now 5 hours later and I still do not have the amount on my wallet.
I have played here before and got paid many times.
But this time it went wrong when I cancelled my payout and my money did not end up on instantcasino wallet.
I canceled the payout because I won more money and wanted to make a new withdrawal.
Transaction ID: c5dd678d-889f-4837-a942-f8b75adce2d4
Public
Public
yesterday
Dear Mourad,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you checked if your account balance shows the previous payout amount after cancellation?
Have you received any confirmation emails regarding the cancellation of your payout?
Were there any specific messages or error codes displayed when you attempted to cancel your payout?
Have you contacted customer support via chat or email after the initial five hours? If so, what was their response?
Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
21 hours ago
Its solved they have transferd the money instead.
I have got paid thank you, you can close the ticket.
Public
Public
21 hours ago
Dear Mourad,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
